RETHINK. INNOVATE. DELIVER.
There is a distinction between claiming to be customer centric and actually placing the customer at the centre of your organisation. Being truly customer centric means understanding the balance between your bottom line and your customers. Leading organisations like Commonwealth Bank are axing bonuses for employees that upsell and rewarding staff for delivering customer outcomes, not financial outcomes. Similarly, Zappos (USA) are driving the concept of ‘story telling’, delivering such strong customer experiences that they end up as folklore – like their famous 10 hour customer service call!
It is clear that having merely a satisfied customer is no longer enough because customers still have the ability to choose someone else who will go above and beyond. To compete in today’s market and keep up with heightened expectations, you must know your customers inside out to really deliver a personalised customer experience.
Attend the 12th Annual Customer Experience Management Summit 2019 to discover what sets apart the organisations that transform their visions into actions.